Fair 30 day return policy
Exchange your goods within 30 days of the delivery date , regardless of whether the item does not fit you, does not like it or does not meet your expectations for other reasons. Therefore, you can rely on our fair return policies :
- Refund and return of the goods
- exchange against new goods
- Exchange for a voucher for your next order
Please contact Always contact our service team at sales@neko-san.org with the last 4 digits of your order number before you send anything back.
Who bears the return costs?
For orders over €150, Neko-San will cover the return shipping costs. Please always contact our service team (sales@neko-san.org) before sending anything back. In many cases we find a solution that avoids unnecessary sending of packages back and forth. For the sake of your time and the environment!
Legal notice
Our satisfaction guarantee is in addition to your legal rights, including the right of withdrawal and warranty claims. You can also find all information about this in our terms and conditions .
Claims for misprinted/damaged/defective items must be submitted within 2 weeks of receipt of the product. For packages lost in transit, all claims must be submitted no later than 2 weeks after the estimated delivery date. Claims that are deemed to be errors on our part will be at our expense.
If you notice an error with the products or another problem with the order, please submit a problem report.
By default, the return address is always Neko-San's facility. If we receive a returned shipment, you will be sent an automated email notification. Never return your order to sender. Unclaimed returns will be used for charity after 4 weeks. If the delivery address that we informed by email (sales@neko-san.org) during the return process is not used as the return address, you are liable for all returned deliveries.
Incorrect address - if you (customer) provide an address that is considered insufficient by the courier, the delivery will be returned to our facility. You will be liable for the cost of re-delivery once we have confirmed an updated address (if applicable).
Unclaimed - Deliveries that are unclaimed will be returned to our facility and you will be liable for the cost of redelivery to you (customer) (if applicable).
If you fail to negotiate the returns process in a timely manner, you hereby agree that any returned orders due to an incorrect shipping address or non-acceptance of the shipment will not be available for re-shipment and will be used for charity at your expense (without we will issue a refund).
Notice to EU consumers: According to Article 16(c) and (e) of Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, you cannot be offered the right of withdrawal for:
1. the delivery of goods that are manufactured according to the consumer's specifications or clearly personalized;
2. sealed goods whose seal was broken after delivery and which are therefore not suitable for return for reasons of health protection or hygiene,
therefore, Neko-San reserves the right to refuse returns at its sole discretion.
For more information about returns and other topics , see Frequently Asked Questions .
Our satisfaction guarantee is in addition to your legal rights, including the right of withdrawal and warranty claims. You can also find all information about this in our terms and conditions .
